Technical Customer Support Specialist II

Job Summary

The Technical Customer Support Specialist will be a crucial point of contact for our clients in resolving technical support-related inquiries across Revinate's entire product suite with our external customers. This role has a high level of interaction with customers. It will troubleshoot in-depth technical problems, serving as a key reporter of bugs and feedback to the Product and Development teams.

The Technical Customer Support Specialist should always strive to think outside the box on ways to disseminate information to our global team, troubleshoot complex issues, and improve the overall customer experience. The ideal candidate will find solutions to improve internal processes and reduce ticket volume with a growing customer base.

Given the dynamic nature of the hospitality world and the new technology, you will embrace change, be a self-starter, a highly effective multi-tasker and go above and beyond the call of duty to drive results for our customers. The Technical Customer Support Specialist sits within the Customer Operations Organization and reports to the Manager - Customer Support.

What You'll Do

• Own technical customer issues from initial report to resolution, communicating with customers regularly regarding issue status as well as internal stakeholders
• Extensively research and document technical customer issues and clearly communicate to the larger organization.
• Collaborate with global Customer Success team members to properly manage customer inquiries and escalate when appropriate.
• Serve as liaison between Engineering, Product, and Customer Success teams, updating colleagues on technical glitches, workarounds, diagnoses, and resolved issues.

What You'll Bring

• 2-3 years of work experience delivering technical (tier 2 or higher) customer support at a SaaS company
• Must have strong communication skills (verbal written)
• Strong technical knowledge (i.e. inconsistent email rendering, checking PMS logs, querying data logs for research purposes)
• Experience using a ticketing or bug tracking system, such as JIRA, Zendesk, and Salesforce, and strong documentation skills within these platforms
• Email marketing experience is a strong plus; knowledge of HTML is nice to have
• Strong knowledge of troubleshooting web-related issues (i.e., changing browser settings, how to clear cache, etc.) with all browsers and operating systems as well as expertise working in Excel; SQL is a plus
• Experience with email service providers such as Mailchimp, GMS, Digital Alchemy, Exact Target, Serenata, Cendyn, etc
• Experience in property management systems (PMS) such as Micros Opera, Maestro, Protel, Fidelio, PowerPro, etc
• Ability to learn and articulate software-related and technical concepts in a way that is understandable to the "average Joe"
• Must have a passion for being part of a hard-working, winning team

People would describe you as:

• Collaborative
• Customer service focused
• Ability to think outside the box
• Tech savvy
• Able to optimize time and prioritize tasks